Customer Onboarding Specialist

Stallion Infrastructure Services•Houston, TX

About The Position

Stallion is seeking a Customer Onboarding Specialist to onboard new customers and support special projects for existing customers. The role supports the sales team in transitioning prospective clients into customers and serves as a customer-facing liaison to provide a positive onboarding experience. The specialist evaluates new customer needs and uses Stallion resources to resolve requests throughout onboarding. The position also supports pre-sale activities, customer training and education, ongoing customer support, and retention. It involves coordinating with sales, operations, and other internal teams to address customer needs, improve products and processes, and identify solutions to onboarding obstacles.

Requirements

Strong interpersonal, verbal, and written communication skills, including the ability to communicate effectively and collaboratively across internal and external organizations.
Ability to adapt to new technologies, learn quickly, and shift priorities in an ever-changing, fast-paced environment.
Strong customer service skills and ability to identify obstacles and address demands.
Ability to maintain professionalism, composure, credibility, and enthusiasm and positively influence others.
Ability to describe technical topics to non-technical audiences.
Ability to take initiative and work independently.
Proficiency with Microsoft Office tools and applications.
Proficiency with Salesforce.

Nice To Haves

Associate or Bachelor’s degree preferred.
At least 3 years of customer service experience preferred.

Responsibilities

Partner with the sales team to understand customer needs and provide support during the pre-sale process.
Identify upcoming projects using online databases and communicate information to appropriate sales managers and sales representatives.
Assist the sales team by creating product-specific sales presentations and identifying cross-selling opportunities.
Develop presentations, identify potential roadblocks for onboarding opportunities, and work with internal teams to identify solutions.
Guide new customers through onboarding to support a smooth transition and quick adoption of products and services.
Create customer accounts within Stallion’s platforms, ensuring proper documentation and accurate customer data.
Educate customers on product and service features and benefits.
Create and deliver individualized training sessions to enhance customer knowledge and proficiency.
Provide ongoing training and support, addressing customer questions or concerns.
Develop training materials, user guides, and tutorials to facilitate customer learning and self-sufficiency.
Build relationships with new customers and act as their primary point of contact for questions or problems throughout the customer lifecycle.
Gather customer feedback and insights to support continuous improvement of products, services, and customer success strategies.
Collaborate with internal teams to address customer issues, identify areas for improvement, and implement enhancements.
Monitor customer engagement and usage patterns to identify potentially at-risk customers.
Develop and implement strategies to improve customer retention and loyalty.
Analyze lost opportunities and cancelled accounts to identify recurring issues and develop improved solutions.
Assist the operations team with special projects for new and existing customers.